"Receives a Copy' recipients are not receiving the executed documents

Question

My colleague Dan B sent several envelopes using another colleague's (Dan C) account to which he has Shared Access. Dan B added himself and a third party as Receive a Copy recipients on the envelopes. About 30 of the envelopes have been signed, but Dan B is saying he only got copies for four of them. I have looked at the history logs for a few of the envelopes for which he did not receive copies and confirmed that copies of the executed document were only sent to the signer and to Dan C not to Dan B or the third party. They received a copy of the initial outgoing email when it was sent, but not a copy of the executed document. I don't understand this - docusign is supposed to send a copy of the executed document to ALL recipients.!--endfragment>!--startfragment>

I have attached history logs and screenshots of the Recipients screen for two envelopes - one for which Dan B did receive the executed documents and one for which he did not.

Thanks,

Teri

***attachments removed***

Ma.Cubio · Answer

Hello ​@Teri.MaierThank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.The issue is most likely due to the following:Completion maynot always send the executed PDF even if recipients are set to “Receives a Copy.”There is an account setting: Attach documents to completion email,” and if it is disabled, recipients only get a notification or link (not the PDF). However, even if enabled, attachments can still be skipped if: Total completed document size exceeds 5MB, or more than 15documents are included“Receives a Copy” behavior depends on envelope completion.CC recipients only receive the final copy after the envelope is fully completed.If routing/order or timing differs between envelopes, behavior may appear inconsistent.Shared Access (sending from Dan C’s account) is a key factor.The sender is Dan C (account owner), not Dan B. So even though Dan B added himself, He is still just a CC recipient.Docusign prioritizes sender + required recipients.If anything from the envelope differs (template, setting, delivery options), it affects all envelopes sent under that account.Delivery behavior depends on Dan C’s account settings + envelope configuration.Envelope-level delivery settings can override expectationsEmail delivery settings (link vs attachment)Suppressed emails (for certain recipient types)Document visibility rules.These can result in:Some envelopes send copies correctly, and others only notify certain recipients (e.g., signer + sender)“All recipients get a copy” is not always literal.Yes, all recipients are notified but how they receive the document varies:PDF attachmentSecure link onlyNo attachment due to limits/settingsHere are relevant articles for future reference.Download and print a document that you receivedFile Size Limitations for an EnvelopeIf you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer."

Sign up

You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.

Docusign Community

You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.

Scanning file for viruses.

This file cannot be downloaded